Issue - meetings

The Panel is invited to comment on and note the Appointment Based Face to Face Services Report.

Executive Councillor: Councillor S Ferguson

By means of a report by the Customer Services Manager (a copy of which is appended in the Minute Book), the Appointment Based Face to Face Services Report was presented to the Panel.

The Panel heard that multiple partners were located within the reception area at Pathfinder House and that the Customer Services team triaged visitors to the appropriate location, it was advised that these agents did not need to be multiskilled.

In addressing concerns that advisors would no longer have time to support residents with complex issues, the Panel were reassured that the multiskilled team were able to flex and change to best support customers and their circumstances. It was noted that agents could support customers in identifying ways that they could self serve so that they could initiate this in the future. It was further noted that this was a planned trial which would allow the team to be reactionary and adaptable as the pilot scheme developed.

It was noted that many of the partners providing services at Pathfinder House and neighbouring authorities also operated appointment based systems.

The Panel were advised that there was not any capacity inefficiencies within the team under the current model and that it was a data driven and experienced team who would continue to make sure they were achieving KPIs and serving customer needs. It was noted that a potential reduction of 1 FTE post had been identified within the report, however it was hoped that would be achieved through staff turnover should it be necessary.